Implementation Lead (Remote)

Implementation Lead (Remote)

Position Title: Implementation Lead

Location: Manila, Philippines

Employment Type: Full Time

Shift: Night Shift (7 PM to 4 AM Philippine Time PHT)

Onsite, Remote or Hybrid: Remote

Department: Implementation Services

Hiring Manager: Director, Implementations

Travel: None

COMPANY SUMMARY:

Here at Aprimo, our mission is to empower the marketing organizations of today to build the brands of tomorrow. Aprimo is a pioneer of the marketing resource and digital asset management space, and we deliver an innovative, industry-leading SaaS solution that changes the way companies like AT&T, National Park Foundation, Laborie, and Bank of America work, create, collaborate, and learn in order to deliver exceptional brand experiences at scale.

Aprimo helps enterprises unleash the power of their content by providing a marketing automation software and digital asset management software that manages the behind-the-scenes activities involved in marketing. Our product allows companies to manage content planning, creation and distribution all in one place, store content and media in a shared repository, and receive in-depth insights into how content performs.

Founded in 1998, Aprimo has five offices internationally, including Chicago headquarters, and offers a flexible work-from-home/remote-work policy.

Named a Leader in Digital Asset Management (DAM) and Marketing Resource Management by Forrester and winner of the 2021 Tech Cares Award for our work with Aprimo HELPS, we build on the power of our people to make an impact both in our industry and in our communities.

POSITION SUMMARY:

Reporting to the Delivery Manager of the Services team, the Implementation Lead will be client facing and responsible for directly leading and implementing projects with our US and EMEA-based customers. The role will perform project tasks such as leading project kickoffs, conducting workshops, managing client touchpoints, system configuration, training, documentation, leading and liaising with a Manila-based team and customer follow-up. This role will handle a number of projects simultaneously, providing expert recommendations for content leading solutions in a consultative role.

WHAT YOU WILL BE RESPONSIBLE FOR:

• Manage the implementation of US and EMEA-based projects, ensuring that all tasks are completed on-time and within budget.
• Handle multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction.
• Assess solution specifications in light of customer requirements and recommend solution changes that optimize value for both the customer and Aprimo.
• Understand and in some cases develop a project plan by setting proper timelines for project tasks including requirements gathering, configuration, product training, solution testing, and production rollout.
• Complete customer facing documentation throughout the implementation process- such as meeting presentations, workbooks, sign-off agreements, etc.
• Schedule and conduct client project calls.
• Miscellaneous project calls as required.
• Manage deliverables within the Manila-based configuration team and align team deliverables.
• Successfully manage multiple, simultaneous implementations by continually motivating clients, ensuring project timelines are met and client and/or partner issues are addressed while adhering to Aprimo's Standard Operating Procedures (SOPs).
• Proactively provide status updates to client team, including Executive Sponsors, to ensure successful and timely implementation.
• Communicate client status to Implementation Services Manager, consistently and regularly.
• Additional duties and responsibilities as needed.

CANDIDATE QUALIFICATIONS & WHY YOU'RE A GREAT FIT FOR THE ROLE:

• The Essentials
  • Ability and willingness to work a permanent night shift schedule of 7 PM to 4 AM PHT is required.
  • Four-year degree required.
  • Minimum of 4 years' experience in an Implementation (Professional Services), Senior Support Representative, Project Manager, or Project/Team lead experience is required.
  • Excellent verbal and written communication skills (English) is required.
  • Proven experience working with US based customers is highly desired.
  • Previous experience in a role directly interacting with clients, preferably related to implementation or project management.
  • Passing grade on an Aprimo Certification Exam within the first 30 days of employment and must be able to maintain 2 product certifications annually.
  • Proven ability to foster internal/external relationships, overcome objections and motivate clients.
  • Strong problem-solving, communication and client management skills
• Additional Successful Qualities
  • Willingness to be on camera.
  • Exceptional written and verbal communication skills
  • Excellent organization, planning and project management skills.
  • Ability to lead full-cycle Aprimo implementation projects by translating complex business requirements and processes into Aprimo configuration workbooks
  • Ability to lead workshops, schedule and lead client touchpoints, manage client expectations during escalate to leadership appropriately.
  • Ability to schedule, manage and liaise daily touchpoints with Manila configuration team to manage deliverables, timelines, status, changes, and client expectations accordingly
  • Must be an independent self-starter possessing excellent time management skills and be able to manage multiple implementation activities simultaneously
  • Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations
  • Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment
  • Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients' needs is imperative
  • Able to build collaborative relationships with supervisors and peers; able to delegate responsibilities with ease; able to provide constructive feedback and praise; able to understand and educate others

APRIMO CULTURE & WHY YOU'LL LOVE WORKING HERE:

• Aprimo offers a forward-thinking, progressive and employee-first culture that is based in both collaboration and flexibility with team members who are friendly, intelligent and enthusiastic people that are committed to the product and mission here at Aprimo.
  • With 5 offices worldwide and teams spread throughout the US, EMEA and Philippines, our multicultural teams work cross-departmentally and across continents and cultures towards a shared goal.
  • We offer a diverse environment that promotes DEI efforts, values multiple perspectives and fresh thinking and which includes Aprimo HELPS, an employee resource group (ERG) that is dedicated to giving back to our local communities
• Through its relaxed environment, Aprimo embodies a more casual "Silicon Valley" atmosphere.
  • We have a casual dress code that allows employees to express themselves as individuals and which fosters a creative and free-thinking approach to problem solving and business solutions. And it also allows us to wear hoodies and shorts during internal meetings.
• Flexible work schedules and all positions allowing for either entirely remote or hybrid working arrangements create a deeply rewarding work-life balance.
  • With flexible work schedules, employees can attend to personal matters, such as stepping away to pick up their children from school or to get a much-needed haircut.
  • In a recent internal survey, 89% of staff cited work-life balance as being one of the most rewarding aspects of working at Aprimo!
• Part of the key to our success is that team members are not only successful at collaboration and open communication, but that they are also given a great deal of autonomy and freedom in their own individual roles.
  • Our culture is not a micro-managing environment – rather, employees are encouraged to be self-starters, to voice new ideas, and to exercise ownership in their individual roles.
  • As such, individual team members can leave a lasting impact and footprint within the organization – in fact, our average employee tenure is 7.7 years.
• Aprimo employs a "choose your own adventure" approach to career advancement.
  • Staff members are not siloed into roles and for many of our teams there is no set ladder that one needs to climb to achieve growth and promotion.
  • Rather, we emphasize an organic approach to career development in which employees can and do frequently transition into newly created roles within their own teams or transition into other departments based on their interests in exploring new skills and responsibilities.
  • For additional learning and development, we recently rolled out Udemy, which is an online learning platform that employees have access to and which features over 2